RETURNS/Refunds policy

Effective Date: [1st January 2026]

This Returns and Refunds Policy applies to purchases made from TerraCottem USA.

For all return or refund enquiries, please contact us at:

Email: sales@terracottemusa.com

1. Overview

We aim to ensure that all products are delivered in good condition and in accordance with their description. However, if something goes wrong with your order, we will work with you to resolve the issue in accordance with this Policy and applicable U.S. consumer protection laws.

Nothing in this Policy is intended to limit or exclude your rights under applicable U.S. federal or state consumer laws.

2. Return Eligibility

We offer a 14-day return window from the date you receive your order.

To be eligible for a return, items must:

  • Be requested for return within 14 days of delivery

  • Be unused and in the same condition as received

  • Be in original packaging where reasonably possible

  • Include proof of purchase or order confirmation

We reserve the right to decline returns that do not meet these requirements, except where required by law.

3. How to Start a Return

To initiate a return, please contact us at sales@terracottemusa.com with your order details and reason for return.

If your return is approved, we will provide return instructions and, where applicable, a Return Merchandise Authorization (RMA).

Do not return any goods without an approved return authorisation. Returns received without authorisation may not be processed.

4. Change of Mind Returns

If you change your mind about a product:

  • Returns must be requested within 14 days of delivery

  • Items must be unused and in original condition

  • Shipping costs for the original delivery and return are the responsibility of the customer and are non-refundable

Once received and inspected, eligible refunds will be issued as store credit or refunded to the original payment method, at our discretion and where required by law.

5. Damaged or Defective Products

If your order arrives damaged or defective, please contact us immediately at sales@terracottemusa.com with:

  • Your order number

  • Photographs of the product and packaging

Where a product is confirmed to be damaged or defective, we will, at our discretion and in accordance with applicable law:

  • Replace the product, or

  • Provide a refund, or

  • Offer an alternative resolution

We may request that the product be returned for inspection before issuing a replacement or refund.

6. Incorrect Orders

If you receive an incorrect item, please notify us at sales@terracottemusa.com.

We will arrange for the correct product to be sent and provide instructions for return of the incorrect item where required.

Returned items must be unused and in original condition before a replacement or refund is issued.

7. Lost or Undelivered Orders

If your order has not arrived within a reasonable timeframe after dispatch, please contact us so we can investigate with the carrier.

If an order is confirmed lost in transit prior to delivery, we will arrange a replacement or refund.

Once an order has been marked as delivered by the carrier, risk transfers to the customer, and we are not responsible for loss, theft, or damage after delivery unless required by applicable law.

8. Refunds

Once your return is received and inspected, we will notify you of the approval status.

If approved, refunds will be issued to your original payment method.

Processing times may vary depending on your bank or payment provider.

9. Warranty and Consumer Rights

Our products are provided with warranties and guarantees as described in our Terms of Service and product documentation.

Nothing in this Policy excludes, restricts, or modifies any rights you may have under applicable U.S. consumer protection laws, including implied warranties under the Uniform Commercial Code (UCC), where applicable.

Where a product is found to be faulty or not as described, remedies may include repair, replacement, or refund, depending on the circumstances and applicable law.

10. Shipping Origin

Please note that orders are fulfilled and shipped from California for delivery within the United States. This may affect delivery timeframes and return logistics. Domestic shipping conditions may apply to return transit where relevant.

11. Dispute Resolution and Arbitration

This Returns and Refunds Policy is governed by and incorporated into the TerraCottem USA Terms of Service.

In the event of any dispute arising out of or relating to a return, refund, or warranty claim, you agree that such dispute will be resolved in accordance with the dispute resolution provisions set out in our Terms of Service, including:

  • Good faith informal resolution efforts prior to formal proceedings

  • Binding arbitration administered by the American Arbitration Association (AAA), where applicable

  • Waiver of participation in class, collective, or representative actions, to the fullest extent permitted by law

Nothing in this Policy limits any rights that cannot be waived under applicable U.S. federal or state consumer protection laws.

12. Contact Us

For all return, refund, or warranty enquiries, please contact:

TerraCottem USA
Email: sales@terracottemusa.com

If you have questions about this Policy, please contact us before returning any goods to ensure proper processing.